Receptionist / Contact Centre Cover (Vr / 02204)

Reception/ Contact Centre Cover

Meyer Scott Ref: VR/02204

Monday – Friday 09.00 – 17.30

1. Resolve queries and advise customers on a wide range of Council services via multiple channels including: face-to-face, telephone, text message, email, web-chat and social media. You will follow up the commitments you make to the customer and act upon them in a timely manner and in line with their expectations.

2. To represent and champion the Customer Contact Service throughout the Council.

3. To build relationships with customers inspiring their trust in both you and the Council.

4. Maintain up to date knowledge and understanding of Council services and systems used within the Customer Contact Service.

5. To proactively seek out and resolve potential issues before they arise, escalating more complex issues as appropriate.

6. To recommend service improvement opportunities both within the Customer Contact Service and the wider Council.

7. Where appropriate, promote and encourage lower cost contact channels including self-service, web chat and email.

8. Using the Councils customer relationship management system, maintain and update customer records ensuring accurate and relevant information is captured.

9. Process customer payments and facilitate the setting up of direct debits.

10. Undertake administration tasks as required including the production of correspondence and documentation.

11. Apply appropriate and effective communication techniques when dealing with customer contacts including diffusing conflict and managing sensitive situations.

12. Maintain a commitment to the Councils Vision, Aims, Approaches and Actions.

13. The recording of customer feedback including compliments, comments and complaints.

14. The recording of freedom of information requests.